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Genesys Support Engineer

B

Brickred

Genesys Support Engineer

Phoenix, AZ
Full Time
Paid
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  • Responsibilities

    ROLE: GENESYS SUPPORT ENGINEER LOCATION: PHOENIX, AZ LONG TERM DURATION 

    • 5+ years of work experience. Certifications in Genesys systems are a plus.
    • 2-3 years' experience with Level II support, bridge management, off-hours support; Genesys, GAX, GIR, GAAP, WDE, ORS/URS, SIP/Carrier, SQL, Web Design, DT1, Moog
    • Experience with Java, Python, Ansible and other relevant languages
    • Strong experience with the full stack of Genesys products including architecture, implementation, tuning, and support or equivalent experience with other vendor suites across the contact center product landscape including Call Routing, Voice Response, Call Recording, Speech Analytics, Workforce Management, WDE, and Outbound Dialer.
    • Strong understanding of the role of voice products in the contact center and their integration with other contact center applications like Servicing Portals. Specifically, a detailed understanding of business processes that leverage these tools and platforms to help diagnose problems and determine potential business impact.
    • Wide breadth of engineering experience
    • Hands-on expertise with application design, software development, and automated testing
    • Experience with distributed (multi-tiered) systems, algorithms, and relational databases
    • Experience working in DevOps teams and Scrums.
    • Ability to learn and deep dive into new technology and business domains, question the status quo, think outside of the box, question a vendor approach, and bring a strong external perspective to American Express strategic thinking.
    • Have excellent written and verbal communication skills.

    SKILLS REQUIRED:

    Genesys, Support, GAX, GIR, WDE

    ROLES:

    • 5+ years of work experience. Certifications in Genesys systems are a plus.
    • 2-3 years' experience with Level II support, bridge management, off-hours support; Genesys, GAX, GIR, GAAP, WDE, ORS/URS, SIP/Carrier, SQL, Web Design, DT1, Moog
    • Experience with Java, Python, Ansible and other relevant languages
    • Strong experience with the full stack of Genesys products including architecture, implementation, tuning, and support or equivalent experience with other vendor suites across the contact center product landscape including Call Routing, Voice Response, Call Recording, Speech Analytics, Workforce Management, WDE, and Outbound Dialer.
    • Strong understanding of the role of voice products in the contact center and their integration with other contact center applications like Servicing Portals. Specifically, a detailed understanding of Business processes that leverage these tools and platforms to help diagnose problems and determine potential business impact.
    • Wide breadth of engineering experience
    • Hands-on expertise with application design, software development, and automated testing
    • Experience with distributed (multi-tiered) systems, algorithms, and relational databases
    • Experience working in DevOps teams and Scrums.
    • Ability to learn and deep dive into new technology and business domains, question the status quo, think outside of the box, question a vendor approach, and bring a strong external perspective to American Express strategic thinking.
    • Have excellent written and verbal communication skills.

    Regards

    Andy

    Brickred System LLC

    206-317-1552